Customer Service Lead

We have a great opportunity for someone who lives and breathes delivering exceptional customer service.

Customer Service Lead

Who are we?

At Seccl, we’re on a mission to rebuild the infrastructure of investments and advice. We provide the technology that allows people to access financial markets – buying and selling investments, and holding them in tax wrappers like ISAs and pensions.

Our software allows ambitious fintechs to quickly get to market with innovative investment or advice products – and helps financial advisers and investment managers to build stronger, more valuable businesses, by operating their own investment platform.

Ultimately, we want to create a world where everybody can access the financial markets, or find the help they need, more easily and affordably than ever.

We recently became part of the Octopus Group – an innovative, £9bn+ group of companies that’s on a mission to breathe new life into energy and financial services, and improve the lives of millions of people.

How can you help?

We have a great opportunity for someone who lives and breathes delivering exceptional customer service. The Customer Service function is a new team in Seccl that’s dedicated to helping our customers get the most from their partnership with Seccl.

You’ll be helping to shape our Customer Service function and build it for scale as we continue to onboard more and more customers.

What will you be doing?

On a day-to-day level, you’ll…

  • Own the initial triaging of customer enquiries, and ensure they get resolved inside SLAs
  • Be the voice of the customer and the company-wide champion for customer service, encouraging teams and individuals across the business to think and act empathetically
  • Identify areas for product improvement, or uncover ways to make it easier to work with us – then partner with other teams (particularly engineering, product and operations) to get these on the roadmap
  • Build a rich library of FAQs to empower our customers to solve their queries themselves faster in future
  • Identify high friction areas for customers and head off problems before they occur
  • Respond to customer queries, providing them with the information they need quickly and empathetically
  • Partner with account managers to ensure nothing slips through the cracks

Who are we looking for?

You’ll be someone who’s…

  • Own the initial triaging of customer enquiries, and ensure they get resolved inside SLAs
  • Be the voice of the customer and the company-wide champion for customer service, encouraging teams and individuals across the business to think and act empathetically
  • Identify areas for product improvement, or uncover ways to make it easier to work with us – then partner with other teams (particularly engineering, product and operations) to get these on the roadmap
  • Build a rich library of FAQs to empower our customers to solve their queries themselves faster in future
  • Identify high friction areas for customers and head off problems before they occur
  • Respond to customer queries, providing them with the information they need quickly and empathetically
  • Partner with account managers to ensure nothing slips through the cracks

How do we work?

We’re a team that of ambitious, talented, and creative people who are passionate about using technology to improve our financial world.

We have a positive, open environment that promotes fresh ideas, challenge and experimentation, and encourages continual learning. We provide flexible working that focusses on delivery rather than just focusing on hours worked.

We’re based in the historic City of Bath, just 30 seconds walk from the train station. We’re not kidding. We also have access to the Octopus Investments’ office in London.

And the vital statistics?

  • Competitive salary
  • Flexible working arrangements
  • Exposure to the latest technology and an opportunity to help shape the future direction
  • 27 days holiday and a day off for your birthday
  • Pension & Life Assurance

Like what you see?

Just send your CV to people@seccl.tech and one of our team, will be in touch.